Senior Service Designer

Service Design Jobs; Amsterdam; On-site; EUR 60,000 - 80,000; Full time

Job summary

Saxum is seeking a Senior Service Designer to work on a single client at a time on an interim basis, not working remotely, and joining the client’s team for 1–2 years. You’ll address ill-defined problems and map journeys that reveal why customers drop off or how a service can be improved.

You have expertise in digital service design and can contribute across UX, CX, and Product Design, translating insights into concrete service concepts and prototypes while facilitating workshops to align

Qualifications

• Expertise in digital service design.
• Versatile to projects at the intersection of UX, CX, or Product Design.

Responsibilities

• Bring the real problem to the table, often different from the starting question.
• Conduct research with customers and employees and translate insights into actionable directions.
• Create customer journeys, service blueprints, and ecosystem maps for stakeholders.
• Translate insights into design: principles, opportunities, service concepts, flows, and prototypes.
• Facilitate workshops and align multiple teams and decision-makers within organizations.

Skills

Digital service design

Workshop facilitation

UX design

CX design

Product design

Job description

As a Senior Service Designer at Saxum, you will work on an interim basis for one client at a time. You will not be working remotely, but will be part of the client’s team for an average of 1 to 2 years. Long enough to really get to know the organization, short enough to remain challenged.

You come in dealing with issues for which there is no clear answer yet. A service that does not work as it should, a journey where customers drop off without anyone knowing exactly why, or a digital product that works technically but quietly shifts the problem within the broader customer journey instead of solving it.

What you will specifically do for our clients:

• You bring the real problem to the table, often something different from the question you came to the table with;
• You conduct research with customers and employees and translate insights into clear directions that are actually used (instead of reports that disappear);
• You create customer journeys, service blueprints, and ecosystem maps that make complex processes and dependencies understandable for both product owners and management;
• You translate insights into design: from design principles and opportunity areas to service concepts, flows, and sometimes wireframes or prototypes;
• You facilitate workshops and create alignment in organizations with many teams, interests, and decision-making.

The specialization of this role lies not in beautiful screens, but in making the end-to-end service visible and connecting customer needs to organizational goals.

You have expertise in digital service design, but are versatile enough to also be deployed on projects at the intersection of UX, CX, or Product Design. You know when something is a journey issue, when it is a service issue, and when it is simply about a better digital product.